Solutions Engineer

Job description


Working @Surfly

Surfly is an Amsterdam-based start-up and the world’s leading provider of universal co-browsing. We enable leading organizations to understand and solve customer problems in a fast and intuitive way. More than 100K users with over 1 million sessions use Surfly’s award-winning technology to improve the customer journey, increase the lifetime value of a customer and improve NPS and customer satisfaction scores.


This is a very exciting time to be joining a rapidly growing company. We've experienced strong growth and success in international markets and recently closed a round of financing to fund the next chapter of growth 🚀



Who we are looking for:

Your goal is to make our clients successful, understand their needs and convert that into something where our solution fits right in. Our ideal Solutions Engineer will actively drives the Discovery and Solution evaluation stage of the sales process, working in conjunction with the Sales team as the key technical advisor and product ambassador for our products. As a Solutions Engineer you are the primary technical resource for the sales force and a trusted advisor to prospects and customers. You must be able to articulate technology and product positioning to both business and technical users and maintain strong relationships through all stages of the sales process, delivery and life cycle. You are an outgoing person, not scared to pick up the phone and just call clients. You are able to navigate within companies, mingle with the folks and understand who your champion is. You focus on client success, usage growth and KPI's that might differ depending on the client and or type of client. Your input will help us better understand where we fit in which can be used to change the general strategy of the company. 

 

Responsibilities:

 

  • Functioning as the de-facto link between client and internal team regarding the project

  • Your excellent grasp of Web Technologies will assist in creating strong POCs and Demo's to prospective customers

  • Helping to answer RFPs and help our Partners with Pre-Sales technical assistance

  • Cultivating strong relationships with current clients and

  • Participating in business development activities including writing proposals, developing scopes, SOWs and estimates

  • Defining and documenting best practices and contributing to company-wide knowledge sharing efforts

  • Communicating project status to teams and clients on a regular basis

  • Contributing to the creative process by assessing feasibility of proposed solutions and recommending approaches

  • Post sales - you'll follow up with clients to make sure that they are successful with the solution. 

Surfly Perks:

  • A shiny new MacBook Pro
  • Work with an exceptionally bright, talented and fun bunch of colleagues
  • Swanky new office in the centre of Amsterdam - fussball table and free lunches included
  • Employee Stock Option Plan: we are all owners and shareholders of our company - Surfly's success is in our hands!
  • Rest up with 25 holidays per year and approx. 7 national holidays per year
  • The occasional company-wide gathering and team outings

 

Requirements

  • Strong technical background with customer facing skills
  • You have a strong knowledge of web technologies and an understanding of software Cloud Services
  • You have a strong understanding of digital channels and ideally, you possess experience with Web Chat, Videochat, Co-browse, Chatbot implementations (not necessary but would help!)
  • Call/ Contact Center technology knowledge is a plus (ie. Cisco, Enghouse, Avaya, Genesys, NICE InContact)
  • You are comfortable in the dynamic atmosphere of a technical organisation with a rapidly expanding Client base
  • You must possess strong presentation skills and be able to communicate professionally in written responses to emails, RFPs, and when submitting reports
  • Ability to maintain a friendly and professional demeanour when interacting with customers
  • At least 3 years of experience in a similar role
  • Excellent prioritisation and analytical skills
  • Good knowledge of appropriate softwares, tools, and techniques to deliver excellent support
  • A proven track record of transforming problems into solutions
  • Excellent verbal and written communication in English